The Delivery Services Client Manger is responsible for direct client relationship, account growth and management, and team performance. Primary lead for consultant team of up to 15 Team Leads and ultimately accountable for successful delivery.
1. Successful Delivery of Your Project:
- If assigned a project, manage project tasks, team members, stakeholders, risks/issues, etc. to ensure it stays on or ahead of schedule and budget.
- Maintain project communication and status reporting up, down, and across the team and stakeholders
- Ensure deliverables are on time and of high quality, meeting Hylaine and client standards (Account level deliverables)
- Be a trusted partner for the client / stakeholders
2. Support Consultants and Delivery:
- Be the primary point of contact for Team Leads and together support a positive team culture
- Conduct 1:1’s with Team Leads
- Review project deliverables for Team Leads as/if needed or requested
- As a point of escalation for the Team Leads, monitor project status and support challenges and at-risk projects; ensure appropriate action, communication, and escalation procedures are followed
- Attend key project meetings to provide support; may be status meetings, stakeholder meetings, project kick offs, ESP readouts, QBR’s, etc.
- Responsible for creation, maintenance and delivery of project and client onboarding
- Delivers program status report to client stakeholders at agreed upon cadence
- Contributes to account discussions and decisions
- Conducts regular account meetings with Hylaine Team to share key updates, problem solve, connect the team, retrospectives, lessons learned, etc.
- Tracks resource allocations; tracks access extensions and required training if applicable
- Direct Hylaine firm support to at risk projects and consultants; escalate concerns
- Support consultants and Team Leads to navigate the client environment, industry trends and advise on best practices
- Effectively balance the interests of the consultant and the client when making decisions.
3. Account Growth & Management
- Support Client Partner and/or Client Engagement Executive in account strategy, and building trusted partnerships (May include project office leaders and/or IT/Business Director-level.)
- Serves as the primary contact for key client contacts (project sponsors, director-level, and senior management)
- Work with Team Leads and Client Partner to gather information for and create business review
- Socialize Hylaine capabilities to their circle of influence
- Work with Team Leads and Client Partner to bring in additional opportunities for Hylaine to help the client
- Support Client Partner with scoping opportunities to ensure they are the type of work we want to win
- Supports CE by helping to author and/or review proposals and SOW’s
- Contributes to interviewing and hiring decisions
- Participate in regular client and practice leadership discussions to share key challenges, team/resource concerns, improvements, client strategy, etc.
- Owns delivery success and ensures project outcomes and deliverables meet client expectations for their portfolio or segment of the account
- Tracks and communicates resource roll on/roll offs and assignments/allocations; collaborates with Client Partner
Talent & Performance Management
- Provide support, informal coaching to Team Leads, formal feedback to Team Leads and team members (when escalated from Team Lead), uncover blind spots & advice; be a safe space
- Conduct project reviews and performance reviews (AP’s)
- Provide career growth guidance and suggestions
